VP CONSUMERISM & INSIGHTS - COMMUNICATIONS, MARKETING AND CUSTOMER EXPERIENCE
Company: UNC Health Care
Location: Chapel Hill
Posted on: January 11, 2019
VP CONSUMERISM & INSIGHTS - COMMUNICATIONS, MARKETING AND CUSTOMER EXPERIENCE Job ID: PUB000E3 Job DescriptionThis supports UNC Health Care and various hospitals but will be employed by Rex Hospital, Inc. (this includes, but is not limited to, for purposes of payroll, health benefits, retirement options, and applicable policies).The selected candidate will have the option of working in Chapel Hill or Raleigh, depending on which is more convenient.Reporting directly to the Chief Communications, Marketing and Customer Experience Officer, the Vice President is responsible for creating and leading consumer-centric driven growth and experience. The Leader works across the UNC Health Care System to unite key stakeholders in building a lens for decision-making that begins with acknowledging consumers as assets and transforming the system?s mindset to a consumer-driven culture. The Leader will develop strategies that support UNC Health Care?s priorities ensuring that the department continues to expertly manage programs that drive results. He/she will also be expected to develop a vision and a strategy to strengthen the system?s consumerism focus. Keys to the success of this position will be having a strong vision, team orientation and an ability to consistently make good decisions through a combination of analysis, wisdom, experience and judgment.UNC Health Care is seeking candidates in or outside of health care with a minimum of 10 years progressive management experience and a proven track record in consumerism, consumer packaged goods, marketing, brand and consumer relationship digital experience or a related fields. Key Responsibilities:Develops a new consumerism team and identifies, recruits and retains team members with the qualifications and competencies to support the skill level required and the goals established for the various streams of work.Leads a high performing consumerism team to deliver the strategic objectives and goals. Translates organizational operational strategies and plans into objectives to drive measurable performance ensuring results and success. Develops and assumes accountability for goal measurement and ROI for the consumerism team.Champions conversations with key stakeholders toward a common understanding of customer-centric thinking.Adept at breaking down organizational silos to create a persistent customer-first mentality across physical and digital channels.Defines for the organization what customers value and continues to understand their evolving needs.Understand consumer interactions across every touch point and assesses UNC Health Care?s competitive edge and opportunities for strengthening its position.Understands consumers behaviors, changing demographics and trends, and most importantly, the ability to adapt to them.Creates a capability that unites disparate sets of customer data into a master view of every customer with a goal of having a 360-degree view of the customer.Turns internal data and segmentation into deeper and insightful understanding of consumer needs in rich detail.Assures that custom qualitative, quantitative and syndicated research studies are conducted as necessary to provide developmental and directional information to meet the strategic objectives and data needs of the organization.Uses ethnography, experiential learning and other methods of research to meet with customers to understand behaviors and purchasing journeys. Champions internal teams to truly understand products and process and what customers are experiencing.Uses aided and unaided feedback, such as surveys and social media, to help build consumer insights and storytelling.Explores innovative and technology solutions to enhance ongoing consumerism relationships and further capitalize on the UNC Health Care brand.Works collaboratively with innovators by facilitating testing of new product prototypes with customers and building communities where customers can assist with feedback.Orchestrates strategic discussions across the entire ecosystem, where all functions and the entire portfolio of brands, products and services are integrated into a set of initiatives: to drive growth, and differentiate their customers in the marketplaceDevelops annual operating budget that includes appropriate funding for all relevant programs. Monitors and evaluates spending on an ongoing basis, with a goal of maximizing cost effectiveness.Seeks relationships and information exchange to learn from other industries transforming the consumer experience and expectations.Applies in-depth knowledge of industry and out of industry trends to proven consumerism practices to properly position and market product/solutions offerings.Translates consumerism insights into strategic recommendations for product positioning, messaging, value propositions and differentiation to drive exponential growth and patient loyalty.Grows and develops a strong cohesive team.Qualifications - Minimum 10 years working in leadership role in consumerism, marketing, branding, insights, or related field- MBA or Master?s degree preferred, or equivalent work experience- Experience in omni channel, digital product delivery a must- Ability to work with, coordinate, and motivate cross-functional teams- Proficiency of ROI, data sources and measurement approaches- Highly strategic with good insight and the ability to spot developing trends and ability to work in a highly matrixed environment.- Health care experience a plus- Enthusiastic and team player- Strong verbal and written communication skills that result in the ability to communicate with all levels of the organization Competencies-Leadership-Strategic Thinking-Storytelling-Project Management-Diplomacy-Innovative thinking-Pivotability-Data Driven Mindset-Financial Management-Customer Service Excellence-Organizational Skills-Problem Solving/Analysis-Presentation Skills-Team Orientation Primary Location: Chapel Hill, North Carolina, United States Department: REXH-79510-Marketing Shift: Day Job
Keywords: UNC Health Care, Chapel Hill , VP CONSUMERISM & INSIGHTS - COMMUNICATIONS, MARKETING AND CUSTOMER EXPERIENCE, Executive , Chapel Hill, North Carolina
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